'Net Features : lithiumhttp://www.websitemagazine.com/content/blogs/posts/archive/tags/lithium/default.aspxTags: lithiumenCommunityServer 2008 SP2 (Build: 31104.93)Twitter is for Complainershttp://www.websitemagazine.com/content/blogs/posts/archive/2013/11/01/twitter-is-for-complainers.aspxFri, 01 Nov 2013 16:20:00 GMT1e469e21-c924-44fa-a132-47b5d0a8ad47:28476Pete Prestipino1http://www.websitemagazine.com/content/blogs/posts/rsscomments.aspx?PostID=28476http://www.websitemagazine.com/content/blogs/posts/archive/2013/11/01/twitter-is-for-complainers.aspx#comments<p><strong>No one ever built a monument to a critic, but on Twitter, a well-crafted complaint should at least result in some attention from the &quot;complainee&quot; - and it better be fast according to Twitter users.</strong>
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New survey research from Lithium Technologies reveals that consumers will reward brands that use Twitter to meet their expectations, but punish those that fail to respond in a timely manner. The Lithium research indicates that customers have rather high expectations when it comes to response times. Fifty-three percent expect a response in less than an hour but the percentage increases to 72 percent when a complaint is involved. Should brands fail to respond fast enough, they&#39;ll suffer the consequences - 38 percent feel more negative about the brand and 60 percent will take unpleasant actions to express their dissatisfaction.
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There is some good news however. When brands provide a timely response, 38 percent are more likely to buy more from the company, 43 percent are likely to encourage others to buy their products and 42 percent are willing to praise or recommend the brand through social media.
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&ldquo;It&rsquo;s time for brands to wake up and realize that social response is the new real-time marketing,&rdquo; Lithium President and Chief Executive Officer Rob Tarkoff said. &ldquo;Brands must meet their customers in their venue of choice &ndash; Twitter &ndash; and a slow or silent response simply isn&rsquo;t an option. With 57 percent of consumers unlikely to spend with you again after a negative experience, those could be the most expensive 140 characters a brand ever ignores.&rdquo;
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<div style="clear:both;"></div><img src="http://www.websitemagazine.com/content/aggbug.aspx?PostID=28476" width="1" height="1">twitterlithiumwm-socialmediaSocial Software Maturing: Too Little, Too Late?http://www.websitemagazine.com/content/blogs/posts/archive/2009/06/23/social-software-maturing.aspxTue, 23 Jun 2009 18:20:00 GMT1e469e21-c924-44fa-a132-47b5d0a8ad47:8771Pete Prestipino0http://www.websitemagazine.com/content/blogs/posts/rsscomments.aspx?PostID=8771http://www.websitemagazine.com/content/blogs/posts/archive/2009/06/23/social-software-maturing.aspx#comments<p><b>Social software vendors are increasingly focusing on scenario-specific solutions and analytics according to new research released today by CMS Watch.</b><br /><br />CMS Watch&#39;s Enterprise Social Software &amp; Collaboration Report 2009 evaluated twenty-seven social computing platforms against eleven enterprise use-cases. Vendors reviewed include IBM, Microsoft, Google, Oracle, Jive, Telligent, Awareness, Drupal, SocialText, blueKiwi, Wordpress, Atlassian, Lithium, and Ning.<br /><br />Despite some notable exceptions among wiki vendors, Social Software suppliers in 2009 are easing their pace of feature expansion, placing more emphasis instead on things like performance and analytics. According to the report, &quot;Despite some notable exceptions among wiki vendors, Social Software suppliers in 2009 are easing their pace of feature expansion in favor of better solutioneering and productization, with more emphasis on things like performance and analytics,&quot; noted CMS Watch founder, Tony Byrne. &quot;In other words, they&#39;re growing up.&quot;<br /><br />CMS Watch also found Social Software vendors settling into traditional categories, including best-of-breed vs suite vs platform; SaaS vs installed; and open source vs commercial. &quot;Customers have many good choices,&quot; adds Byrne. <i>Other findings from CMS Watch include:</i></p>
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<li>System and administrative services - things like back-up, archiving, and multi-instance management services - still remain weak across the board in this marketplace</li>
<li>&quot;Cloud&quot; computing is beginning to impact the Social Software market and
blur line between on-premise and SaaS, as more vendors employ services
from Amazon and others</li>
<li>SharePoint 2010 could still become a disrupter if Redmond dramatically
improves the platform&#39;s social networking services, but it is too late
for SharePoint to dominate across Social Software use-cases in an
increasingly crowded marketplace<br />&nbsp;</li>
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